Create Content
Advanced functionality such as content personalization and dynamic generation provide enterprise strength capabilities to organizations of all sizes.
Content (survey, script or form) creation is very much a ‘me-too’ feature set. Or is it?
As organizations develop and become increasingly mature in their approaches there are lots of features that separate enterprise strength products from, shall we say, ‘personal’ products. Clicktools provides enterprise strength functionality in all its products meaning that organizations of all sizes can exploit enterprise strength capabilities from the get-go.
The only limit is your imagination
The shortest content used by Clicktools customers doesn’t actually contain any questions (it is a ‘Thank you’ pages that consist of text), whilst the longest Clicktools content is an application form which is over 300 questions that would overload many so-called ‘Enterprise products’. You may also be surprised to learn that many ‘personal’ tools limit the amount of text you can place in questions. These are some of the small factors that may not impact you now but you will soon become aware of. No matter what edition of Clicktools you start with, Clicktools applies the same architecture, performance and robustness to all customers’ content, no matter how large or small.
Flexibly present and capture information
Many of Clicktools competitors provide only one way of presenting a particular question type or matching to a CRM field type. For example, see how many ways you can present a ‘0 to 10’ scale. Common limitations include an inability to start the scale from 0 or including only 10 choices (the ‘0 to 10’ scale test fails miserably on both counts). Clicktools provides numerous ways of presenting and collecting information providing highly flexible of reporting and allowing you to match exactly to the type of information stored in your CRM.
Note: Clicktools enables you to use at least 4 different styles to present a 0 to 10 scale.
Build personalized content
In transactional surveys, forms and landing pages, the ability to inform or remind an individual what you are asking them about is vital. Clicktools enables you to pre-populate content with unlimited amounts of information and use this to personalize content, drive dynamic text and questions, filter results or drive synchronization in to CRM.
Dynamically show and hide content
What does conditions/branching/skip-logic mean to you? To many solutions it means going to a different page based on the answer to one question and not going back. To Clicktools it means the ability to show or hide any content on the same or a different page based on any combination of pre-populated or user provided question answers (N.B. You, not the software, decides whether the user can go ‘back’). As an example, this could mean that ‘Tier 1’ customers in ‘USA’ see different content to ‘Tier 2’ customers in ‘EMEA’, or, people who say they are’ Not satisfied’ and would ‘Not recommend’ would be asked if you can contact them whilst customers who are ‘Not satisfied’ but ‘Would recommend’ would not be asked if you can contact them.
True localization with one survey in (m)any languages
Many solutions support different languages through different surveys. Clicktools Connect & Insight enable you to deploy the same survey in many different languages. Clicktools automatically matches the language to the contact, uses the browser to select the language to display and (if you allow it) presents a dropdown of available languages. We don’t provide translations because if you are going to run multi-language surveys you need to do it properly (this means getting it done professionally not using Google translate). The business benefit? All the results are available together and, most importantly, seamless integration in to CRM.
Capture required documents
Application forms and/or web based requests (e.g. web2case) often require the collection of supporting documents. Clicktools allows recipients to upload multiple documents (of different types) which can then be passed in to your CRM (as a document or a link).
Weight and score responses
On a question by question basis you may want to give answers different scores to those that Clicktools allocates. Similarly, you may want to ignore ‘Not Applicables’. Clicktools Insight users can define and use these values in standard and custom charts
Create overall scores
Frequently organizations measure performance by grouping answers together. For example, in a relationship satisfaction surveys an overall Customer Satisfaction Index (CSI) may be calculated by totaling answers to ‘Satisfaction’, ‘Recommend’ and ‘Re-purchase’ questions. Alternatively, you may produce a lead score on a campaign landing page or call script by totaling a ‘Time to purchase’ and a ‘Budget availability’ question. Once created, Clicktools Insight customers can chart and present these scores in custom dashboards.
Classify responses
Many organizations and industry methods ‘classify’ responses. For example, in a 0 to 10 scale you may classify a response of 9-10 as ‘Loyalists’, 0-6 as ‘Defectors’ and 7-8 as ‘Passives’. Clicktools Insight customers can define any categories and chart these results on custom dashboards.